Job Description

Why This Mission

To elevate CHANEL’s brand equity by bringing the House’ssavoir‑faireto life through exceptionalafter‑salescare. This mission ensures that CHANEL’s commitment to craftsmanship, quality, and lifelong client relationships endures well beyond the point of purchase, reinforcing trust in the House at every stage of the client journey.

The Impact You Create

Reporting to the Head of Les Ateliers, you play a key role in upholding CHANEL’safter‑salespromise across client engagement, operational excellence, team collaboration, and brand advocacy. You bring a genuine appreciation for CHANEL’s artistry and values, operational reliability, and a proactive,service‑drivenmindset, ensuring every touchpoint reflects the House’s unwavering standards and lifelong commitment to its clients.

As aChanel & Moi Ambassador , you transformafter‑salesinteractions into meaningful moments of excellence. By engaging and educating clients on the unique role ofLes Ateliers as the guardian of their CHANEL creations, you strengthenlong‑termloyalty, deepen emotional connection, and uphold CHANEL’s prestige through seamless service and operational excellence.

Ultimate Service

• Embody and reinforce the vision and service philosophy ofLes Ateliers Chanel & Moi , setting the standard for every client interaction.

• Bring CHANEL & Moi’s heritage,craftsmanship, and values to life through clear, engaging client communication.

• Deliver attentive, personalized after‑sales service by understanding individual client needs and preferences.

• Proactively follow up with clients throughout their after‑sales journey, providingtimelyupdates and reassurance.

• Handle service issues or complaints with care and agility, turning challenges into opportunities for strengthened client trust and loyalty.

• Maintainaccuraterepair tracking and client communication records in ACET and related systems to ensure transparency and tailored follow‑up.

• Validate and update client contact details to support seamless, high‑quality client engagement.

Ultimate Space & People

• Ensure the Les Ateliers environment consistently meets CHANEL’s standards of excellence—clean, organized, welcoming, and fully equipped (digital systems, POS tools, packaging, refreshments).

• Support the smooth daily flow of repairs and client appointments, ensuringaccuratetracking andtimelycoordination.

• Monitor key service and operational KPIs (e.g. client satisfaction, lead times) and flag risks or gaps to drive continuous improvement.

• Foster a collaborative team culture by sharing knowledge, supporting onboarding, and contributing to ongoing training initiatives.

• Collaborate closely with QC, after‑sales, alteration hubs, and boutique teams to ensure aligned communication and teamwork.

• Collect and share client feedback and insights with the Head of Les Ateliers and relevant stakeholders to enhance the overall client journey.

• Manage care and repair inventory, conduct weekly stock takes, and coordinate item collection with Fashion Advisors.

Advocate Chanel & Moi

• ChampionChanel & Moi values and service standards in every client interaction, ensuring a consistently elevated luxury experience.

• Identifyopportunities to surprise and delight clients through thoughtful gestures, storytelling, and personalizedexpertise

• Act as a role model of professionalism, elegance, and warmth, inspiring excellence in after‑sales service across the team.

• Share client feedback, successes, and learnings with the Head of Les Ateliers and colleagues to refine service expression and brand impact.

• Motivate and engage the team by sharing best practices and examples of exceptional client care, reinforcing a unified service culture.

Governance & Operation

• Uphold Les Ateliers governance, policies, andoperatingstandards, ensuring consistency and compliance across all activities.

• Serve as a key liaison between the retail floor and internal partners, ensuring clear information flow and alignment.

• Oversee operational processes including stock takes, repair audits, and spare part management,maintainingaccuraterecords.

• Escalate operational or procedural issues promptly to the Head of Les Ateliers and Operations Supervisor to support swift resolution and continuous improvement

What Energizes You

You are inspired by human connection, craftsmanship, and the opportunity to bring CHANEL’s heritage to life through care and service. You thrive in creating memorable experiences, sharing stories ofexpertiseand dedication, and turning eachclientinteraction into a reflection of CHANEL’s enduring values.

What YouWillBring

• Bachelor’s degree in any discipline.

• Ability to embody and articulate CHANEL’s service vision, translating brand values intorefinedafter‑salesand client experiences.

• Strong servicecentricity, acting as a role model who elevates standards and inspires confidence.

• Proven mentoring and coaching capability, supporting retail teams through guidance, knowledge sharing, andbest‑practicedemonstrations inafter‑salescare.

• Excellent communication and interpersonal skills to engage clients, retail teams, and stakeholders with warmth and professionalism.

• Strongorganisationand service planning skills to manage client journeys,follow‑ups, andafter‑salestouchpoints seamlessly.

• Problem‑solvingmindset, able toanticipateneeds, resolve service challenges, and enhance outcomes.

• Solid understanding of service standards and SOPs, ensuring consistency, accuracy, and governance.

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to Chanel.